Sensitive dialogue with the consumer
In this training course, we teach your employees how to deal with difficult or delicate complaints. In most cases, an instant and proper reaction to a difficult or delicate complaint is enough to defuse the situation. Open dialogue and meeting in person often lead to valuable results.
Programme
- Difficult communication
- Dealing with difficult complaints
- Site visit
- Interactive exercises
Target group
Employees who deal with consumers and customers, but also commercial employees that are occasionally asked to recover a product for investigation purposes.
Learning points
Crisis communication: is keeping silent an option?
The right communication can nip an escalating crisis in the bud, but if you make a mistake you risk aggravating the crisis even more. Is it sometimes better not to communicate a...
What to do when a consumer reacts in an unexpected way?
What do you do when faced with an unexpected response? How do you prepare your consumer service for the unexpected?
How to protect your company from negative online publicity?
In the digital world, it takes only one news article, tweet or review to make or break your reputation. Take charge of your online presence so that negative buzz or fake news do...